COMPLIMENT FOR PABLO

To whom it may concern

I would like to submit a compliment for one of your Vitality Drive consultants. I am writing on behalf of my mother, who is insured with Discovery.

My mother is 87 years old and has been a loyal client with Discovery for more than ten years, since around 2014 or 2015. She may be elderly and set in her ways, but she absolutely loves the Vitality programme. She never misses her weekly rewards, especially her smoothies, and this keeps her motivated to manage her health. She is diabetic and also lives with chronic high blood pressure, so keeping her healthy routine is extremely important to us.

A while ago, she sold her car and was advised that the previous C-Track device was no longer supported. She then moved to the Crowd Search tracker. Although the installation was successful, the experience with the app took a stressful turn. The device constantly showed that she was driving without her phone present, even when her phone was with her. This caused her a lot of anxiety, and she rarely complains, yet she kept phoning the call centre because she desperately wanted to fix it. The agents tried to help, but the same issue kept happening each week.

It got to a point where I told her to cancel the policy and join mine because the stress was affecting her well-being. I live in Cape Town and she lives in a home, so whenever they sent steps for us to follow, they came to my email. It was difficult to help her from afar and she was close to giving up.

Then, one day, she spoke to a young woman who changed everything. According to my mother, this consultant was incredibly sweet, patient, and extremely efficient. My mother struggles with hearing and uses hearing aids, and she has difficulty speaking at times, so you need to talk slowly and listen carefully. This consultant stayed on the line with her for almost an hour, spoke to her kindly, and resolved all the problems no one else could solve. She handled everything with patience and grace. My mother was so happy that she wanted to write down her name and buy her flowers as a thank you, but she forgot her name afterward.

Months passed, and recently, my mother got a new phone after her old one broke. She downloaded the Drive app again and the same trip issues started. She became frustrated all over again. I was ready to call in myself to cancel her insurance.

A few days ago, she called me crying with excitement. She had phoned the call centre and happened to reach the same lady who helped her before. This time, she remembered to write her name down. Her name is Pablo. Once again, Pablo helped her with the same patience, kindness, and professionalism. My mother says she is a wonderful human being, extremely knowledgeable, humble, and genuinely caring toward elderly clients. She is grateful beyond words.

My mother can be quite grumpy, so when she praises someone, you know that the service was exceptional.

I wanted to send her a gift as appreciation, but I do not want to cross any boundaries. Therefore, I kindly request that you please pass on a heartfelt thank you to Pablo on behalf of my mother. If possible, please send her flowers from an 87-year-old lady who is passionate about Vitality and incredibly grateful for the dignity and compassion she received.

Pablo is a valuable asset to Discovery. The call centre environment would be a better place with more consultants who work with such care and integrity, especially for elderly clients. I would appreciate the email address of the CEO, the Head of the Vitality Drive department, or her manager, as I would like to ensure her dedication receives the acknowledgement it deserves.

Thank you.